Agent - Front Desk

Position Summary

Agent - Front Desk represents Galaxy Hotel to demonstrate World Class, Asian Heart service ensuring exceptional experience to be delivered upon every guest engagement, not limited to check-in/out procedure, general enquiry, transportation arrangement, dining plan, etc.

Primary Responsibility

• Acknowledge every guest via greetings in a friendly and thoughtful manner. Attempt to build relationship by using guest name properly.
• Conduct guest registration following designated procedures. Data input in Property Management System must be accurate and confidential.
• Listen and respond to guest constructive feedback, inquiries or requests. Escalate and report problems to superior for further follow up or log.
• Ensure guest receives prompt attention and request will be fulfilled immediately with guest satisfaction.
• Ensure that guest departs the Hotel with a positive impression of the Hotel services.
• Full knowledge of Galaxy Hotel Standards, maintains exemplary departmental standards of behavior and appearance and attitude at all times.
• With knowledge of all special promotion procedures, the credit policy and standard reservation procedures including correct forms to use, how to read fax, email, messages, and how to interpret availability sources within the Reservations system.
• Full knowledge of Galaxy Hotel standards, products and basic Macau local tourism information.
• Prepare to recommend first and foremost the Hotel's own FandB outlets before any other.
• Take personal interest and pride to ensure that the Reception work areas are kept clean and in orderly state at all times.
• Maintain presentable grooming complying company standard.
• Be able to read room availability for all properties within Galaxy Macau, accept reservation requests and create in Hotel systems (PMS Opera) or offer alternatives appropriately.
• Coordinate with stakeholder and partner hotels for allotment adjustment.
• Consistently seek new and innovative service initiatives to impress identified VIPs.
• Assume other duties assigned by Management as required.

Requirements

• Knowledge and Skills: Knowledge of Hotel facilities and services
• Education, Training Qualifications: Certificate holder in Hospitality Management or related disciplines.
• Experience: Relevant experience of Front Office in the Hotel industry is an advantage.
• Personality: Initiative, organized and detail-oriented; excellent communication and interpersonal skills.
• Languages: Good command of both written and spoken English, Cantonese and Mandarin.
• Young and energetic is preferable
• Other Requirements: Knowledge of another foreign language other than the ones mentioned above is an advantage.